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The Role\:  Primary Technical Support Engineer

Responsible for providing first-line technical support for customers, particularly regarding technical information on products, and application information during the pre-sales & after sales process. Take ownership and ensure customer satisfaction before closing the request. Detect all opportunities to serve the customer while addressing customer support requests.

 

What will you do?

ESSENTIAL FUNCTIONS\:

To provide technical support to customer via phone, email, or live chat.Provide technical support related to pre-sales and post-sales inquiries.Utilize available resources, such as knowledge bases and troubleshooting guides to resolve customer inquiries efficiently.Document customer interactions and resolutions in the customer relationship management (CRM) system.Liaise between customers, after-sales, and marketing regarding product quality returns.Adhere to established service level agreements (SLAs) and quality standards.Contribute to the continuous improvement of customer support processes and procedures.Participate in training and development programs to enhance technical knowledge and customer service skills.Participate in transactional selling activities to meet sales targets.Other tasks which may be assigned from time to time.